Senior ServiceNow Architect / SME

MetaPhase; Springfield (VA); Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Generous benefits package

Job summary

MetaPhase is seeking a Senior ServiceNow Architect / SME to provide technical architecture and SME guidance for ServiceNow applications supporting DHS OCIO. You will shape platform architecture, integration approaches, and modernization efforts across complex federal environments.

You will advise stakeholders on capabilities, options, and tradeoffs while ensuring DHS security, accessibility, and configuration-management requirements are met.

Qualifications

• Bachelor’s degree in a technical or related discipline (or 12+ years of relevant experience).
• At least eight years of experience in software development, architecture, or implementation with substantial ServiceNow experience.
• ServiceNow Certified Technical Architect (CTA) certification.
• Experience designing and architecting ServiceNow apps, workflows, integrations, and platform capabilities.
• Experience with ITSM, CMDB, Service Catalog, Knowledge Management, App Engine, workflows, reporting, or automation.
• Ability to communicate architecture decisions clearly to technical and nontechnical stakeholders.

Responsibilities

• Lead ServiceNow architecture and solution-design across development, modernization, integration, and O&M.
• Assess requirements and recommend ServiceNow solutions aligned to DHS standards.
• Define platform architecture, designs, interfaces, and roadmaps.
• Provide guidance on ITSM, CMDB, Service Catalog, Knowledge Management, and dashboards.
• Guide modernization of portals and agent workspaces for maintainability and automation.
• Advise on integrations with enterprise apps, databases, and APIs.
• Review designs for alignment with DHS guidance and policies.
• Communicate architecture decisions to technical and nontechnical stakeholders.
• Support Agile delivery, backlog refinement, testing, and production support.

Skills

ServiceNow expertise

Stakeholder communication

Architecture leadership

Agile development

Technical guidance

Education

Bachelor’s degree in technical field

12+ years of relevant experience

Tools

ServiceNow Core Services

CMDB

App Engine

Knowledge Management

Service Catalog

Reports & Dashboards

Job description

Senior ServiceNow Architect / SME

At MetaPhase, we believe Quirky is Cool and that being authentic is the only way to be. We take our mission-focused work seriously and value the different passions and strengths each person brings to the team. Our people work together to create practical solutions that reflect a deep understanding of our customers’ needs. We share a commitment to curiosity, generosity, solidarity, passion, and boldness.

ServiceNow | Springfield, VA preferred

ARE YOU READY TO:

• Work with a dedicated, diverse team to offer practical guidance to clients?
• Shape technical solutions for complex federal technology environments?
• Collaborate with customers and delivery teams to turn mission needs into secure, maintainable platform capabilities?
• Make a difference in support of important federal missions?

ROLE SUMMARY

We are seeking a Senior ServiceNow Architect / SME to provide technical architecture and subject matter expertise for ServiceNow applications supporting DHS OCIO and its customers. You will assess business and technical needs, define platform architecture and integration approaches, and guide the design, development, modernization, and sustainment of ServiceNow solutions.

This role requires expert knowledge of ServiceNow Core Services, CMDB, Knowledge Management, Service Catalog, Workflows, App Engine, ITSM, reporting, automation, portals, and agent workspaces. You will advise stakeholders and delivery teams on platform capabilities, technical options, and implementation considerations while aligning solutions with DHS architecture, development, configuration-management, security, and accessibility requirements.

WHAT YOU WILL BE DOING

• Lead ServiceNow architecture and solution-design activities across new development, modernization, integration, and operations and maintenance.
• Assess business and technical requirements and recommend ServiceNow solutions that meet customer needs and DHS standards.
• Define and document platform architecture, technical designs, interfaces, integrations, and implementation roadmaps.
• Provide architecture guidance for ServiceNow capabilities, including:
  • IT Service Management (ITSM) and App Engine
  • Configuration Management Database (CMDB)
  • Knowledge Management and Service Catalog
  • Core services, reporting, and dashboards
  • IT, employee, customer, and application workflows
• Guide the modernization and optimization of ServiceNow portals and agent workspaces.
• Recommend approaches for workflow automation and platform configuration that support maintainability and effective operations.
• Assess proposed integrations with enterprise applications, services, databases, and APIs; advise on interface design and technical dependencies.
• Review ServiceNow designs and implementations for alignment with approved requirements, DHS architecture guidance, and applicable policies.
• Advise teams on troubleshooting complex platform issues and resolving architectural or integration concerns.
• Work with stakeholders to clarify requirements, assess options, and communicate recommendations.
• Provide technical direction and subject matter guidance to developers and other delivery team members.
• Support onboarding and offboarding of customers and application capabilities.
• Contribute to Agile delivery and release activities, including backlog refinement, demonstrations, testing, configuration management, and production support.
• Guide technical documentation and communicate architecture decisions to technical and nontechnical stakeholders.
• Apply DHS ServiceNow development and configuration-management policies, security requirements, accessibility standards, and architecture guidance.

WHAT WE NEED FROM YOU (REQUIRED)

• Bachelor’s degree in a technical or related discipline, (in lieu of degree, 12+ years of relevant experience is required)
• At least eight years of experience in software development, architecture, or implementation, including substantial ServiceNow experience.
• ServiceNow Certified Technical Architect (CTA) certification.
• Demonstrated experience designing and architecting ServiceNow applications, workflows, integrations, and platform capabilities.
• Experience with ServiceNow enterprise capabilities such as ITSM, CMDB, Service Catalog, Knowledge Management, App Engine, workflows, reporting, or automation.
• Experience defining technical architectures, integration approaches, and implementation designs based on business and technical requirements.
• Experience advising stakeholders and delivery teams on ServiceNow platform solutions and technical tradeoffs.
• Experience supporting enterprise applications through development, modernization, testing, release, and operations and maintenance.
• Understanding of Agile software-development practices.
• Ability to communicate architecture decisions and technical concepts clearly to technical and nontechnical stakeholders.
• Ability to obtain a U.S. DHS Public Trust suitability determination.
• U.S. citizenship.

BONUS POINTS (DESIRED)

• Experience modernizing ServiceNow portals, agent workspaces, reports, and dashboards.
• Experience integrating ServiceNow with enterprise systems through APIs or other integration methods.
• Familiarity with federal security, accessibility, configuration-management, and architecture requirements.
• DHS or other federal government experience.
• Experience supporting onboarding and offboarding of customers and application capabilities.

WORK LOCATION

• Remote in the United States.
• Springfield, Virginia, is the preferred location.
• Occasional travel to the customer may be required.

EDUCATION

• Bachelor’s degree in a technical or related discipline.

CLEARANCE REQUIREMENTS

• Must be able to obtain a U.S. DHS Public Trust suitability determination.
• U.S. citizenship required.

BENEFITS & PERKS

MetaPhase supports employee well-being and professional growth. Benefits include generous paid time off, federal holidays, parental leave, comprehensive medical, dental, vision, life, and disability coverage, 401(k) with company match, FSA/HSA options, commuter benefits, and more.

ABOUT METAPHASE

MetaPhase puts employees and culture first while delivering technology solutions for federal missions. We value the individuality, skills, and experience each person brings to the team. MetaPhase is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, national origin, disability, veteran status, or any other status protected by law.